UK Wide Hybrid | Permanent | £85,000-£100,000 + Bonus + Benefits
Most ServiceNow hiring focuses on the platform. This role is different.
We're looking for someone who understands how customer service organisations actually work. Someone who can walk into a business, understand the challenges their customer-facing teams are experiencing, and help design a better way of operating.
ServiceNow may be the technology, but the real focus is on customer transformation.
Working with a major transformation consultancy, you'll help clients rethink how they manage customer interactions, case handling, service delivery and operational performance, whilst shaping how ServiceNow supports those ambitions.
The Opportunity
ServiceNow's Customer Workflows proposition is growing rapidly, and organisations are increasingly looking beyond traditional CRM platforms to improve customer operations.
As a senior consultant, you'll work with business and technology stakeholders to understand current-state challenges, define future-state operating models and develop transformation roadmaps that deliver measurable outcomes.
You'll be involved from the earliest stages of engagement, helping clients identify opportunities, build business cases and shape programmes before implementation teams are brought in.
What You'll Be Doing
Leading workshops with customer service, operations and technology teams
Mapping customer journeys and service processes
Assessing customer operating models and identifying improvement opportunities
Building transformation roadmaps and business cases
Advising clients on where ServiceNow can add value within their wider CRM landscape
Supporting proposals, pre-sales activities and client presentations
Helping grow the consultancy's Customer Workflow and CRM capability
Projects could cover:
Customer Service Management (CSM)
Case Management
Contact Centre Transformation
Customer Self-Service
Omnichannel Service Operations
Workflow Automation
Field Service Transformation
Customer Experience Improvement
What We're Looking For
We're open to a variety of backgrounds.
You may currently be work...
ServiceNow CRM Transformation Consultant employer: Akkodis Careers
Join a forward-thinking tech-driven organisation at the heart of the UK digital ecosystem, where your expertise as a Database Engineer will directly impact thousands of businesses. With a strong emphasis on collaboration and continuous improvement, you'll thrive in a supportive work culture that values innovation and offers ample opportunities for professional growth. Enjoy the unique advantage of working in a dynamic environment that prioritises robust data infrastructure and empowers you to shape the future of data.
